SHIPPING & RETURNS
SHIPPING INFORMATION
All orders are shipped via Royal Mail. You will be emailed with shipping confirmation once we start to process your order. A tracking code will be provided with a link to the service used. Please ensure you have given an active email address or phone number to receive updates on your order.
Please note that during busy periods, dispacth time may increase and we appologies in advance for any delays.
Shipping Service Cost Dispatch Time Delivery Times
Royal Mail First £4.25 2-5 Days Up to 10 days
Class Delivery
MISSING PARCELS
We are not responsible for delays or stolen orders. Please contact Royal Mail with enquiries to missing orders. If they have been shipped back to us due to an insufficient address, we will be able to re-send this out to you but the postage will need to be re-paid and a reliable address used.
Please keep an eye on your order tracking as if you have had an attempted delivery and do not collect within the local courier's time frame, the order will be shipped back to us. This will result in further charges for your order to be shipped back out to you or the items from your order being refunded and cancelled.
RETURN & EXCHANGE POLICY
We have a 14 Day return policy, which means that you have 14 days after receiving your order to send your return.
If you have placed an order through TikTok, you must request a return via TikTok Shop before returning any items to us. This allows us to process your refund as soon as it arrives back with us.
To be eligible for a refund, your item(s) must be unopened (Treats),and in the same condition that you received it (Training box). Sale or seconds items cannot be returned.
OUR SIMPLE 3 STEP RETURNS PROCESS:
1. Pop your item(s) in a packaging bag with your packing slip. Please make a note of which items you are returning and why.
2. Post back to our HQ (we advise you use a tracked service):
Train Up Pup LTD
Barn Cottage,
Shaw Mill Lane,
Halifax,
HX2 8UQ
3. You will receive an automatic email notification from our website once your return has been received and your refund has been approved. If there are any issues with your return, our customer service team will make contact with you. We aim to process returns within 5 working days.
Faulty/damaged items
Please inspect the items upon receiving your order and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions/non-returnable items
Sale/seconds & sample items are NON-returnable, the price reflects this on all items. All sale items are final sale and non-returnable/refundable.
Exchanges
Unfortunately, we do not currently offer exchanges.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method minus any postage costs. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you receive a free gift with your order and return any of the items, the free gift must be returned too. If it is not returned, the cost of the free gift will be deducted from your refund.
You can always contact us with any returns queries at office@trainuppup.co.uk